If you want to have successful long term relationship with your firm especially if you are in position, that you represent the firm by directly being contact with customers - then your boss is very interested how you represent the firms goals.
Tactician wrote:Well if you ask them personally, most of GM's would agree with us about Legacy servers. They're ppl like you and me. There's nothing wrong to desire Legacy servers even if you work at Blizzard.
Example there is a lot of cases where people have being fired from work because they have updated "negative comments" about their work to facebook. I have seen cases of fast food restaurants where people get fired for saying something about food reagents, work hours, or even - yes "how tired they are in work" and it does not even matter you write those comments @ home
You are not talking them personally, you are talking to a guy who sits his computer and answers hundreds of customer messages daily basis and get paid for it. That's his only personal reason to be there... get paid. Under what ever department this customer support works, it is measured like any other part of the company to control it workforce costs and service efficiency. - So it's success is controlled like any other part of the company.
But as personal people takes those CS answers, that tells they know what they do and are good at it.